No-Show Fees

For Customers who cancel their Reservation or Event signup, there is a chance for another Customer to book that court/table or to take the newly vacated space for the Event. If a Customer does not cancel their Reservation or Event signup, the result is unused inventory (court/table space).

These spaces, which are filled up by Customers who do not come into the Club, are called No-Shows.

The system WILL NOT charge a No-Show fee to the Customer. There are several reasons why:

• Customer loyalty/value: long-term or high-value Customers could receive grace as a retention strategy

• First-time offense: giving Customers one free pass before enforcing fees

• Customer goodwill: preserving the Customer relationship over short-term revenue

• Legitimate emergencies: medical issues, family emergencies, or other extenuating circumstances

• Service provider fault: issues on the business side (staff not at Front Desk, Customer walked past Front Desk without checking in)

• Regulatory restrictions: some jurisdictions limit or prohibit certain fees

• Customer behavior: the Customer didn’t check in (Customer moved from an Event to a Reservation, from a Reservation to an Event, Customer walked in through a side door, Customer showed up late)

It is for these reasons that the system WILL NOT automatically charge a No-Show fee to the Customer who does not check in to their Reservation or Event.

Even though the system will not charge a No-Show fee, a Club can choose to implement an SOP whereby the Front Desk of the Club will charge a Customer who does not arrive on time to their Reservation or Event. To implement an SOP at your Front Desk and begin to charge Customers for No-Show fees, the SOP will look something like:

Front Desk Staff will:

• Monitor the Customers checking in to a Reservation or Event

• Notice which Customers are not checked in

  • Decide when the No-Show fee is charged, in some examples:

    • 45 minutes after the start time

    • 1 hour after the start time

    • 10 minutes after the Reservation or Event ends

• Charge the Customer inside the Reservation or Event

  • It is suggested to add a “No-Show fee” item/product to the system

    • To learn more about The Shop, check out these articles:

      • Add to the Product Catalog

      • Add to Shop from Product Catalog

PLEASE NOTE: If your Club is going to charge for No-Show fees, it is STRONGLY RECOMMENDED to add “No-Show Fees” to your marketing website’s FAQ page.